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Bruce Thorndike

@bdthorndike

Technical operations and implementation professional who supported Jack Henry’s banking app through 5x growth, from 2 million to 10 million users.

United States

Message

At Jack Henry & Associates, I supported a mobile and web banking application through growth from 2 million to 10 million active users. I monitored platform performance, resolved escalated technical issues, and helped restore service during client-impacting incidents.

I was the primary technical contact for approximately 50 active B2B relationships, supporting onboarding, escalations, and vendor coordination. I also wrote SQL scripts for production database updates and maintained support documentation to reduce repeat escalations.

Across implementation and payments roles, I led payment gateway implementations at 1STMILE, LLC and coordinated feature design, testing, and rollout at EVO Payments International. At EVO, I built software vendor relationships that contributed more than $1 million in annual revenue.

Experience

Work history, roles, and key accomplishments

Senior Advanced Technical Support

Jack Henry & Associates

Mar 2020 - Mar 2025 (5 years)

Supported a mobile and web banking application through 5x growth, from 2 million to 10 million active users, by monitoring platform performance, resolving escalated technical issues, and restoring service for client-impacting incidents. Managed approximately 50 active B2B relationships as the primary technical contact for onboarding, escalations, vendor coordination, and client communication.

SQL Salesforce Zendesk Jira Technical Documentation Incident resolution Business Relationship Management Process Improvement

Implementation Specialist

1STMILE, LLC

Jan 2020 - May 2020 (4 months)

Led payment gateway implementations for new merchant and partner accounts, coordinating requirements, configuration validation, onboarding, and go-live readiness. Worked directly with clients by phone and email to gather requirements, troubleshoot configuration issues, and confirm launch readiness.

Payment Gateways Implementation Client Communication Troubleshooting Onboarding

Data Integration Specialist

Certify, Inc.

Apr 2018 - Oct 2018 (6 months)

Developed and cleaned custom expense-report files in XML, CSV, and TXT formats to enable accurate accounting data flow for B2B clients. Configured client-specific platform features and implemented SSO and SFTP connections to support secure data transfer and business requirements.

XML CSV Text SSO SFTP Zendesk Slack Data Integration Technical Support

Product Lead

EVO Payments International

Sep 2016 - Apr 2018 (1 year 7 months)

Directed project and relationship management for software feature design, testing, and rollout, coordinating cross-functional teams, stakeholders, and timelines. Established the corporate card data transfer and export process and led Excel-based data management and reporting to improve product and operations workflows.

Project Management Cross functional Coordination Excel Data Management Reporting Stakeholder Management

Senior Operations

EVO Payments International

Apr 2016 - Sep 2016 (5 months)

Served as the Tier 3 escalation point for complex client and merchant issues while coordinating merchant and independent software vendor onboarding across software and payment gateways. Built key software vendor relationships that contributed more than $1 million in annual revenue while supporting secure handling of sensitive payment and personally identifying information.

Escalation Management Vendor Management Payment Gateways Onboarding Security Relationship Building

Deployment Specialist

EVO Payments International

Dec 2014 - Apr 2016 (1 year 4 months)

Provided Tier 3 technical support and onboarded merchants onto software, processing systems, backends, frontends, and payment gateways. Managed escalated requests for Sales, Relationship Managers, and Tech Ops through an internal CRM while handling sensitive cardholder and personally identifying information in accordance with security standards.

Technical Support Onboarding Payment Gateways CRM Escalation Management Security